***Wilson's remains committed to providing support and resources to our most vulnerable community. We are a NYC based company that has continued to support NY State DOCCS inmates and facilities with foods and essential products. Our shipping continues to take place twice weekly however, orders may be delayed due to specific brand availability. We will substitute products whenever possible to complete a food order. Food products are substituted with brands or equal or greater value. We ask that you communicate this information with the person you are purchasing for. Wilson's has ramped up our correspondence with our incarcerated customers to make them aware of any changes to their orders.
1. Food orders that contain perishable items (Meats & Vegetables) must be purchased the week prior for immediate shipping. We accept these orders Monday thru Thursday for the following week shipping. At times the order will be held to the following week if one or more items are unavailable however arriving the next week to ensure a complete order. When this occurs that order will ship the following Monday or Tuesday. Orders will be held if they don't meet our shipping cut-off point due to the facility require 2 day transit or if the package room is experiencing delays issuing orders. Our main concern is freshness and the health of the men and women receiving the order.
2. We have a 97% completion rate for shipping all items within an order. We encourage you to allow substitutions to ensure a more completed order. We ask that you note in comments if there are any allergies and or specific flavors that a person can not accept when substituting. All substitutes are equal to and/or grater in value. Substituted items are noted in the invoice that both the facility & recipient receives.
3. Should there be any issues of missing items within an order; please review the order notes listed in the your account. This information will be listed in the comments section of the order invoice received by the facility and the recipient. If those items are not listed in the invoice as not sent, not substituted, then we request a copy of the Package Issuance Form the recipient receives whenever a package is issued to them. This form provides an itemized list of the items they received in the order and it's signed by the officer and the recipient. If this document is not forwarded, Wilson will not honor or correct the said missing items.
4. Please note, orders are processed in the order in which they're received. They ship in accordance with our shipping schedule. Should you choose to cancel an order due to your own reasonings we will apply a 40% restocking fee. The restocking fee will be automatically deducted from your refund amount. This is non negotiable and will be applied upon your request for cancellation.
Wilson's offers a large selection of foods, all hermetically sealed and approved for the NYS DOCCS Inmate Care Package Program. NY State DOCCS inmates are approved to receive a total of 35lbs in food on a monthly basis. Some facilities may impose restrictions on the Number of FOOD Packages allowed per Month. Prior to completing your order we encourage you to contact the facility to confirm their operating procedures. Food weight is the ONLY weight included in the 35lbs restriction. All other non-food items are permitted through out the year. Some restrictions may apply. For your convenience we have added a food weight calculator to our shopping cart. Whenever you add food products to your shopping cart our weight counter will total food weight ONLY.